We are currently experiencing an outage with outbound telephony. Our Network Operations team is investigating this outage. Further updates will be released as soon as possible.

Please find all details below:

Start:

2017-06-13 11:55*

End:

2017-06-13 14:25*

Duration:

2h30m

Impacted services:

Outgoing telephony

Affected Areas:

All areas

Update 13:30: Our NOC-team has found the cause of the issue and is currently working to resolve it. We are working to minimize the impact. Edpnet telephony (VOIP) customers and virtual PBX customers are not impacted. We are aiming for an expected time of resolution of 1 hour from now.

Update 14:25: The telephony database has been rebuilt and telephony has been successfully tested with some impacted customers. Please contact us if you are still experiencing any issues and have already rebooted your hardware.

As you all know, edpnet has gone through a number of serious outages lately. The initial power outage exerted a huge impact on our core infrastructure which caused, unfortunately, much tension to our customers and ourselves. We understand that it is hard to justify the confidence in such circumstances and want to apologize for all inconvenience. Strong measures have already been taken to reduce a risk of further outages and guarantee the stability of our services.

As open communication is very important for us, we would like to provide you with a detailed overview of what exactly happened and what we have done/are going to do to prevent these situations in future and improve our service. Please, find the overview below.

Monday 26/09/2016 4:49: the data center of edpnet Sint-Niklaas lost power, UPS system and power generator failed.

Monday 26/09/2016 10:19: the power was restored, systems were back online. Due to the many issues to get the power online, we provided a backup power feed from our office power feed to the most critical systems

Monday 26/09/2016 11:00: mail load balancers were dead, probably due to intermediate power cuts. These devices were replaced.

Monday 26/09/2016 20:00: the power was lost again in the data center, critical applications such as voice services and main router were still running. The interruption caused an issue on incoming calls.

Monday 26/09/2016 20:15: The root cause of the power issue was found, the UPS itself caused the power cuts. We bypassed the UPS and restored power.

Monday 26/09/2016 21:30: incoming calls were running fine again.

After the power cut, we noticed some strange behavior on our Voice switch 2, several maintenances were performed to have the system stable again, no more issues were noticed after these maintenances.

We are currently experiencing an outage with internet services, due to paths cut between Brussels and Amsterdam. Traffic is rerouted but customers may notice a service degradation and high latency. The outage is currently under investigation by our NOC team. Further updates will be released as soon as possible.

We have experienced an outage with DSL services impacted by the maintenance of last night. For most customers, the problem was solved when they restarted their modems. The outage has been fixed by our NOC team.